With staff who have insulted bloggers, a Chief Exec who wanted to figure out a way to charge for ice and plans to charge customers for using toilets, budget airline Ryanair is no stranger to PR disasters. Now, it seems they’ve charged an in-flight heart attack victim for a cup of tea and biscuits used to treat him in lieu of a defibrilator.

Where’s the heart? Without any emotional intelligence, organisations leave themselves open to creating PR disasters time after time.